IT Help Desk Consultant

Nasze wymagania:
Strong L2 technical support skills – troubleshooting hardware, software, Office 365, and basic Active Directory
Effective incident & request management – experience with ServiceNow, SLA/KPI tracking, and issue handling
Project & coordination mindset – ability to support IT projects and work with vendors and stakeholders
Continuous improvement approach – analyzing data, solving problems, and driving service enhancements
Strong communication & customer focus – working with users, vendors, and teams in a clear and service-oriented way
Languages: Polish (+C1), English (+C1)

Zakres obowiązków:
1. End-User Support (L2)
• Provide L2 Help Desk support services
• Software installation and configuration
• Access rights management (Active Directory, permissions)
• Standard hardware support (laptops, printers, peripherals)
• MS Office 365 end-user support
• Print and peripheral troubleshooting
• Video conferencing and AV equipment support in meeting rooms
• Basic Active Directory administration
2. Incident & Request Management
• Log and process incidents in the ITSM system (ServiceNow)
• Register orders in the JDE system
• Track KPIs to ensure SLA compliance
• Create Service Desk trend reports for SLA performance monitoring
3. Projects & Build
• Manage Service Delivery projects: office relocations, equipment rollouts, network/cloud/security deployments
• Support and coordinate PMO activities — managing scope, timelines, and budgets
• Participate in network projects — vendor coordination across Polish sites
4. Continuous Improvement & Problem Management
• Drive Problem Management and Continuous Service Improvement initiatives
• Analyze Service Desk data via ServiceNow to identify improvement opportunities
• Contribute to Modern Service Desk initiatives: service catalog forms, automation, knowledge base enhancement
5. Vendor Coordination
• Coordinate external IT service providers
• Manage the relationship with outsourced Service Desk partner — escalations, satisfaction report analysis
• Analyze IT changes to ensure the outsourcing partner is informed about planned and unplanned changes
6. Security & Change Management
• Oversee design, implementation, and periodic review of security measures
• Assist with security audits
• Coordinate with communications teams to inform Service Desk of production changes
7. Documentation & Knowledge Management
• Create and maintain technical documentation and user guides
• Prepare knowledge transfer materials
8. Asset Management
• Manage end-user device inventory (hardware and software)
• Set up workstations with computers and peripherals

Oferujemy:
B2B contract.